Director of Customer Relationship Management | Luxury Fashion & Accessories

Our client is a newly established luxury fashion and accessories company, backed by a well-capitalized and diversified group with a strong track record across multiple industries. The group is entering the luxury segment with a long-term strategic vision, aiming to build a high-end brand that meets international standards in design excellence, product quality, and customer experience.

The company is currently at a critical market entry stage, preparing for its first official brand launch. At this phase, Customer Relationship Management is positioned as a strategic pillar to develop a strong base of loyal and high-value customers, while supporting sustainable retail performance and long-term brand equity.

• Define and own the CRM strategy aligned with luxury brand positioning and long-term business objectives.

• Design and manage the end-to-end customer journey across all customer segments, including new, loyal, and VIP clients.

• Lead the implementation and optimization of CRM systems, customer data platforms, and analytics to support retail, sales, and clienteling activities.

• Establish and oversee customer service and after-sales experience in line with luxury service standards.

• Develop and manage:

  • Membership and loyalty programs

  • Clienteling and VIP engagement initiatives

• Partner closely with Retail, Sales, Brand, and Marketing teams to:

  • Increase repeat purchase rate and average transaction value

  • Convert CRM initiatives into tangible retail performance

• Build, lead, and develop high-performing CRM, customer service, and VIP relationship teams.

• Monitor and report CRM performance metrics, including CLV, retention, repeat purchase, and CRM-driven revenue.

• Location: Thu Duc, Ho Chi Minh City

• 10–15+ years of experience in Customer Relationship Management, Customer Experience, Retail, or premium service environments.

• At least 3–5 years in senior leadership roles.

• Proven track record in building CRM, loyalty, or clienteling programs from scratch.

• Strong understanding of luxury customer behavior, service standards, and personalization.

• Commercial mindset with experience linking CRM strategies to retail and revenue performance.

• Strong leadership, stakeholder management, and communication skills.

• Fluent in English.